Manager of Customer Relations Resume
LOG IN OR REGISTER TO CONTACT ME
This button will open the login/register page in a new tab. After logging in, come back to this page and refresh your browser.
Resume:
~ (home) ~ (cell) ~
Profile
An experienced Manager of Customer Support Services in multiple industries such as; retail automotive services, banking, insurance and direct Web service marketing with recognized strengths in problem solving, trouble-shooting, planning, quality assurance and systems, strong interpersonal, verbal, written and communication skills which are well suited to a fast paced business environment; strong knowledge of Microsoft Office, Excel, and Power-point programs.
Achievements
> President’s Annual Award (-) – AAMCO Transmissions Inc.
> Successfully relocated entire department to new facility with no impact on level of service provided to customers – AAMCO Transmission Inc., March
> Managed significant personnel cost reductions through staff reductions totaling over $,. annually with no impact on service level – AAMCO Transmission Inc., to
> P.R.I.S.M. Award – (Personal Recognition of Initiative Service and Motivation) – Telespectrum Worldwide
> Pennsylvania State – Agent, Property & Casualty Insurance License –
Experience
– – AAMCO Transmissions Inc., Horsham, PA, Manager of Customer Relations
* Managed and coordinated daily activity of international customer inquiry call center handling dispute resolutions for nearly independent AAMCO franchises
* Handled all staffing concerns including recruitment, training, coaching, performance reviews
* Enhanced department efficiency due to a % staff reduction within months
* Established team spirit and morale boosting recognition programs
* Responsible for budget forecasting and spending
* Developed on-going departmental training
* Trained new AAMCO franchisees monthly on corporate customer handling policies
* Developed quality assurance surveys and feedback
* Resolved escalated customer and franchisee disputes
- - Fairbanks Capitol Corporation, Hatboro, PA, Quality Supervisor, Mortgage Services
* Responsible for the day-to-day operations of the Mortgage Servicing Call Center
* Provided performance feedback, coaching, and counseling
* Monitored calls for quality control and review
* Conducted weekly staff meetings for policy and procedure consistency
– – Telespectrum Worldwide, Inc., King of Prussia, PA
Quality Supervisor, Knowledge Networks Program
* Responsible for the day-to-day operations of a third party call center program
* Monitored staff production through routine edits of daily punch reports
* Motivated Case Managers by on-line training, incentives, and daily pre-shift staff meetings
* Monitored calls for quality control
* Managed call list and completion reports as required
* Maintained staff rotation for adequate coverage of anticipated call volume
* Continuously communicated with supervisory teams on process improvements
– – Affinity Insurance Services, Hatboro, PA - Supervisor, Company Sponsored Unit
* Maintained proper staff schedule and work volume
* Conducted staff training
– First Union National Bank (also known as Wachovia Bank), Philadelphia, PA
Served in a variety of increasingly responsible support services starting from Branch Customer Service Representative to Senior Analyst and Team leader at Consumer Bank Support center
Education
Bachelor of Science, Business Administration, LaSalle University,
Philadelphia, Pennsylvania
